Patient Services Agent

Patient Service Representative

The Patient Service Representative provides customer service to the company's Medicare and Medicaid members to ensure patient satisfaction.

Duties and Responsibilities

1. Answer telephone calls in a timely and polite manner, preferably within three rings.
2. Make follow up calls regarding PCP appointments.
3. Ensure that reminder calls are made.
4. Assist with new PCP appointments if needed.
5. Call patients regarding missed appointments in order to improve services and customer experience.
6. Produce No Shows Report and submit to the Director of Patient Services which will be provided to upper management.
7. Make welcome call to inquire about the level of satisfaction with CMG's services and current health plan.
8. Assist in anything patients require – from checking enrollment status to making PCP appointments.
9. Help clear any lack of information or follow up by the Broker.
10. Ensure that a tour of the center was given at the time of enrollment.
11. Produce Daily Reports regarding the progress of the call sessions.
12. Check of status of PCP appointment.

Education/Experience:

1. Must have high school diploma or equivalent.
2. Prior experience in customer service and/or clinical setting.
3. MS Office programs experience.